Join Teleperformance – Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

Advertised as : Interpreter Team Lead / Supervisor

About Us
TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture
At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

● Autonomous - We encourage and trust your decision-making skills.
● Progressive work environment- If you have skills to prove we have all ladders for you to grow
● Flexible - We believe in results
● Innovative - All ideas matter
● Inclusive - Everyone is Included and everyone wins

About the job
The Supervisor plays a pivotal role in developing and managing a team of Agents, driving the achievement and surpassing of performance goals in productivity, quality, end-user satisfaction, and client satisfaction. This position requires a blend of leadership, coaching, and operational oversight to ensure that all team objectives are consistently met.
 

Annual Base Salary of CAD $40,000

Responsibilities
● Team Management: Spend at least 80% of each shift actively managing the team, following all steps of TOPS to ensure effective oversight and support.
● Agent Development: Support, motivate, evaluate, and coach Agents to help them consistently meet and exceed both individual and team targets.
● Ensure regular monitoring of their teams handled contacts and provides appropriate feedback, coaching and education to ensure agents meet the minimum client requirements.
● Performance Monitoring: Conduct ongoing evaluations of team and Agent performance using
quality metrics. Ensure continuous achievement of KPIs and operational targets.

● Service Delivery: Proactively maintain required service levels while maximizing team productivity to achieve desired operational margins.
● Real-Time Support: Offer immediate assistance to Agents facing challenges during calls. Handle escalated inquiries from irate or upset customers promptly and professionally.
● Policy Compliance: Ensure strict adherence to all TP policies and procedures, including Security, HR, and Operations. Report any known infractions to TP Management without delay.
● Channel Consistency: Guarantee consistent quality and productivity across all communication channels (calls, emails, chats, tickets), aligning performance with service level metrics and revenue/funnel goals.
● Strategic Alignment: Communicate and reinforce quarterly strategies, as well as monthly and
weekly priorities, ensuring Agents understand and adhere to these objectives. Adapt messaging for different audiences, including Agents, Operations Managers, and clients, using clear and concise communication.
● Program and Coaching: Schedule and coach Agents for weekly calls, chats, emails, and tickets based on account requirements. Adjust answering times as needed for product updates or client needs.
● Manage the team’s performance to continuous KPI achievement.

Qualifications:
 

Work Experience:
● BA/BS degree or equivalent practical experience.
● Excellent communication skills in both English and Mandarin/Cantonese.
● Completion of internal agent development initiatives like JUMP (preferred) Education and Specific Training.
● Preferably with at least 6 months supervisory experience.
● At least 6 months experience as an agent in TP for internal candidates.
● Proficiency in MS Office tools and applications, including Word, PowerPoint, and Excel.
 

Benefits & Perks
● Continuous learning through progressive training that is specific to your tenure and skills.
● Competitive salary with incentive programs
● Positive and supportive environment
● Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Schedule: TBA

Location: Remote location

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet
your needs.

Be One of Our People:
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.